Technical Customer Support Agent Job at Ignite Energy Access

Ignite is one of the off-grid solar energy companies in West Africa. Our mission is to provide sustainable energy solutions and innovative services that improve the lives of 100 million people living without electricity in West Africa. We are passionate about innovation, sustainability, and creating a brighter future for generations to come. As part of our team, you will have the opportunity to work in a dynamic and collaborative environment, where your skills and expertise will be valued and appreciated.

We are recruiting to fill the position below:

Job Position: Technical Customer Support Agent

Job Location: Surulere, Lagos
Employment Type: Full-time

Core Responsibilities

• Assist customers with inquiries via phone, email, and chat or ticketing system in a timely and professional manner.
• Resolve customer issues and escalate complex cases to senior staff
• Collaborate with internal teams to resolve complex technical problems.
• Diagnose and troubleshoot technical issues, including network connectivity, system configuration, and device errors.
• Guide customers through step-by-step solutions and escalate complex problems to the appropriate teams.
• Log and document all customer interactions, technical issues, and resolutions accurately in the CRM/ticketing system.
• Follow up with customers to ensure their issues are fully resolved and satisfaction is achieved.
• Stay up-to-date with the latest technologies and industry trends.
• Monitor deployed system performances and manage customer satisfaction
• Diagnose and troubleshoot potential issues to avoid downtimes affecting the optimal operations of Hybrid Inverter Systems
• Follow up on other tasks as assigned by the line manager

Profile 

• Diploma, BSc/BA or HND/OND in Electrical Engineering, or relevant field;
• 1-2 years of experience in customer support, preferably in a technical related role.
• Customer-focused mindset with a passion for delivering exceptional service.
• Motivated team player with a passion for technology and customer service,
• Proactive problem solver with the ability to think analytically. Able to use analytical tools would be an added advantage
• Ability to multitask, set priorities and manage time effectively
• Independence in delivering on required reports accurately and timely with minimal support
• Good problem-solving, interpersonal and communication skills.

Method of Application 
Interested and qualified candidates should send their CV to: ayobami.ajete@ignite.solar using the Job Position as the subject of the email.